SPORTSMART.COM
Get Help, Protect Your Account and Grow
Learning path: Hyperlocal Seller | Module 5 of 5 | Estimated time: 25–35 minutes
What you will learn
After this module, you should be able to choose the correct support route, create a complete case, escalate a grievance, respond to urgent safety/security risk, use customer data correctly and improve performance through reliable operations.
1. Choose the correct route
Routine support
Use routine support for how-to questions, isolated Seller Portal errors, listing corrections, pickup scheduling, ordinary return clarification or payout-status questions where you are not challenging a material decision.
Formal grievance
Use the formal grievance process when you disagree with a material settlement, deduction, listing, serviceability, logistics, Return QC, compliance, access, suspension, campaign or other Seller-facing decision.
Urgent escalation
Escalate immediately for active account takeover, payment diversion, material customer-data exposure, serious fraud, credible counterfeit/safety/recall concern, legal restraint or immediate customer-protection risk. Contain the risk first; do not wait for the ordinary support timeline.
Where to submit a case
Use the approved Help & Support case workflow in the Seller Portal as the primary route for routine support and formal grievances. Submit urgent safety, counterfeit, payment-diversion, customer-data or account-security incidents immediately through the highest-priority incident option available in the Seller Portal. When the Seller Portal is unavailable, use only the fallback contact officially communicated by SportsMart during onboarding or through an authenticated business communication. Do not rely on personal phone numbers, unofficial messaging groups or unverified contacts. Ordinary response targets apply during Business Days; urgent risk should be reported immediately at any time.
2. Create one complete case
A good support or grievance case should include: Seller Account ID and legal name; authorised submitter; category and priority; order/listing/location/AWB/return/settlement/user reference; date and timeline; disputed amount where relevant; verified summary; customer/business impact; containment taken; evidence; requested decision; and next operational deadline. For order, pickup, damage, wrong-product, return or discrepancy cases, include the Seller-submitted order-linked before-packing product photos, after-packing parcel photos and Seller Portal upload confirmation where relevant. These photos are fulfilment references and are not subject to SportsMart Admin approval before dispatch. Update the existing reference instead of creating several incomplete duplicate cases.
Support case template
Seller Account ID:
Seller legal name:
Priority:
Category:
Affected reference(s):
Date/time:
Amount, if applicable:
Verified issue summary:
Timeline:
Customer/business impact:
Immediate containment:
Evidence attached, including Seller Portal photo references where relevant:
Decision/support requested:
Next operational deadline:
Existing case/reference:
3. Understand grievance targets
Standard acknowledgement target: within two Business Days.
Level 1 substantive review target: within five Business Days after materially complete information is available.
Level 2 substantive review target: within seven Business Days after escalation and materially complete information.
Complex carrier, insurer, bank, tax, fraud, security, legal, technical, product-testing or regulatory matters may require a case-specific timeline and periodic status updates. These are operational targets unless incorporated as binding SLAs in an accepted schedule.
4. Protect customer information
Use Marketplace customer data only for authorised fulfilment, delivery, support, return/refund, warranty/service, safety/recall, fraud prevention and legal purposes. Do not add customers to store marketing lists, solicit off-platform orders or use personal messaging for unrelated promotions.
Never request or disclose card PIN/CVV, UPI PIN, OTP, passwords, banking authentication secrets or unnecessary personal information.
5. Protect the account
Use named users, least privilege, strong credentials and MFA where supported or required. Do not share accounts, passwords, OTPs, API keys or tokens. Revoke access promptly after personnel or vendor changes. Independently verify bank-detail and sensitive account changes.
Security incident response
STOP or contain the suspected activity → preserve messages, logs and evidence → secure credentials and sessions through the approved process → report without undue delay and within 24 hours after awareness unless a shorter deadline applies → cooperate with investigation and remediation.
6. Handle counterfeit and safety risk
STOP affected listing/fulfilment → QUARANTINE stock → PRESERVE source, product, serial/batch and order evidence → ESCALATE immediately → cooperate with customer-protection, recall or regulatory action → release only after authorised clearance.
7. Grow through reliable operations
Growth begins with accurate operations, not unsupported promises. Improve product discoverability through correct catalogue mapping and attributes; keep popular variants in stock; update counter sales immediately; reduce seller cancellations; meet acceptance and readiness targets; pack correctly; capture and upload clear before-packing and after-packing order photos; preserve evidence; respond to cases professionally; and review the first 30–50 orders for repeated listing, stock, photo-upload, packing, return or settlement errors.
Weekly performance review
Review cancellations, stock mismatches, late acceptance, late readiness, pickup failures, return reasons, authenticity/compliance issues, customer complaints, settlement exceptions and unresolved cases. Select one root-cause action for the next week and record the owner and due date.
Photo-evidence performance check
Include missing, blurred, wrong-order, materially altered, reused or unsuccessful fulfilment-photo uploads in the weekly performance review. Record the root cause and corrective action when the same issue repeats.
Practical task
Prepare one complete mock support case for an unexplained settlement debit or courier pickup failure. For the pickup-failure case, include sample before-packing product photos, after-packing parcel photos, Seller Portal upload confirmation, readiness timestamp and attempted-pickup evidence. Then prepare a separate urgent-response note for a message requesting a bank change and OTP. The routine case and urgent incident must use different priorities and actions.
Self-check
1. When should you use routine support instead of a grievance?
2. What information must a complete case include?
3. What are the standard acknowledgement, Level 1 and Level 2 targets?
4. Can Marketplace customer data be used for store promotions?
5. Within what period must a material Security Incident be reported?
6. What is the first action for credible counterfeit or safety risk?
7. Which Seller-submitted Seller Portal reference photos should be included in an order, pickup, wrong-product or return discrepancy case, and do they require Admin approval before dispatch?
Complete your learning path
Continue only when you can create a complete case, distinguish standard and urgent routes and explain the data and security rules. When every module and self-check is complete, select Mark learning path complete below. Completion records your reading of this material only; it does not activate the seller account, approve a product or location or change any commercial term.